Senior Customer Experience Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take charge of and expand the post-purchase customer experience encompassing support, fulfillment, returns, and automation.

• Manage a team of over 13 individuals, including managers, team leads, and frontline support representatives.

• Oversee support operations through email, chat, and phone, handling approximately 20,000 customer interactions each month.

• Develop and mentor managers, team leads, and frontline representatives within a remote international team.

• Be responsible for the first human response time, customer satisfaction (CSAT), service level agreement (SLA) compliance, quality assurance (QA), and other support metrics.

• Create and implement operating rhythms for reporting, coaching, escalations, and performance management.

• Maintain service quality across a seven-day support operation.

• Direct the customer experience automation strategy utilizing Gorgias, Shopify, Yuma, and other tools.

• Identify opportunities for automation, elimination of tasks, or self-service options.

• Develop, test, and refine AI workflows based on customer outcomes.

• Set guidelines for legal matters, complex escalations, and sensitive interactions.

• Assess tools and workflows to manage increased volume without corresponding headcount growth.

• Supervise customer-facing performance of the internal warehouse and third-party logistics (3PL).

• Track fulfillment SLAs, shipping delays, order exceptions, mis-picks, damages, lost shipments, and related issues.

• Hold partners accountable for service levels and escalate recurring operational challenges.

• Collaborate with supply chain and warehouse teams to address root causes.

• Manage returns, refunds, reships, and service recovery processes.

• Assist with wholesale and drop-ship customer inquiries.

• Develop and sustain customer experience and fulfillment reporting.

• Monitor response time, CSAT, SLA, automation, contact volume, repeat contacts, refunds, reships, and escalations.

• Analyze performance variations and pinpoint operational inefficiencies.

• Transform insights into actionable plans that involve automation, processes, coaching, or partner accountability.

• Report directly to the VP of Operations.

⛳️ Requirements

• Required experience in direct-to-consumer (DTC) or e-commerce, including shipping, returns, refunds, fulfillment challenges, and high-volume customer support.

• Proven experience leading customer support or customer experience teams of 5–10 or more people, preferably through team leads or managers.

• Background in managing high-volume DTC/e-commerce customer support.

• Familiarity with Shopify.

• Experience operating with CSAT, first response time, SLA, and QA targets.

• Proficiency in independently building dashboards and reports.

• Practical experience in implementing AI, automation, or self-service workflows.

• History of enhancing support efficiency without primarily increasing headcount.

• Experience collaborating across support, fulfillment, warehouse, and operations teams.

• Proven ability to hold internal teams or external partners accountable to service standards.

• Strong analytical skills with the capacity to diagnose root causes and translate data into action.

• Experience in developing, implementing, or refining AI or automation workflows.

• Track record of managing against clear KPIs, including CSAT, first response time, SLA performance, QA, and productivity metrics.

• Strong operational judgment.

• Ability to coach, develop, and make challenging performance decisions.

• Cross-functional ownership mindset.

• Adaptability to operate in a dynamic environment with incomplete information.

• Excellent written and verbal communication skills.

• A fixed, professional workspace with reliable internet access and a contingency plan.

• Availability from Monday to Friday, 8:00 AM to 5:00 PM EST.

• Experience with Gorgias, Yuma or similar AI support tools, ShipHero or other WMS, Recharge, 3PL, returns operations, scaling phone and live-chat support, wholesale or retail customer support, and managing international remote teams is a plus.

🏝️ Benefits

• Competitive base salary.

• Fully remote work environment.

• Paid time off.

• Flex days: an additional day off each quarter.

• Health, dental, and vision insurance.

• Autonomy and ownership to develop and implement strategy.

• Opportunities for professional development.

• Remote work arrangement.